This book is philosophical in the sense that it will make you rethink Customer Service, yet it is practical in value by giving you "real" tools that actually work-ones that are relevant to both small and large businesses. In addition, you will find hands-on activities in each chapter to apply what you have learned by putting things in your perspective. Thus, this book can be utilized in three ways: To be utilized as a guide for Customer Service training meant to be delivered at seminars, institutes, and organizations. To be utilized as a text for an introductory level business course with a focus on Customer Service, taught at a school, college, or university. To be utilized as a "teach yourself" resource to learn the art of Customer Service and to discuss what you learn with your colleagues in meetings or focus groups. You will discover and learn: the 3C-the key factors behind the Customer Service multi-billion dollar industry; the formula to calculate the actual worth of your customer; the 360 model-unlocking the hidden code of "CUSTOMER SERVICE"; the 8i-understanding your customers' mindsets-to let you approach your customers with confidence while responding to their needs and wants with "know how"; how to stay in full control even in some of the most difficult situations -unpleasant and uncertain-striking a fine balance between what is right for the customer and good for your business; how to save your customers without having to say yes to their demands; four ways to overcome communication barriers and connect with your customers in a manner that eradicates the roots of misinterpretation and lays solid grounds for understanding; three tips on finding "simple" solutions to "complex" problems; three ways to value time when assisting customers; three factors to keep in mind when educating customers; the 3D so that your customers don't get surprises and you don't get headaches if things don't go as expected; the 3A to exceed your customer expectations; how to establish long-term relationships with your customers that result in lasting loyalty and sustained profitability; one common misconception about the relative significance of our words, tone, and body language; and finally, how to put the three levels of communication-face-to-face, over-the-phone, online-in context so you decide what works best for you and your customers."